Director, Quality

21 hours ago

Singapore Marriott International Full time

POSITION SUMMARY

The vision of the Luxury Quality Director is to partner with properties to deliver on Marriott's luxury brands promise through Performance Expertise and Delivering Exceptional Guest Experiences. The Director will partner with Area Director of Operations, Area VPs and Managing Director Luxury to drive improvement by delivering tailored, targeted performance excellence solutions that elevate the luxury experience and facilitate bottom line results.

As a business partner to both the regional operation leaders and hotel's General Manager, the Director of Quality provides recommended strategic direction to drive guest engagement strategy for each property. This leadership role has overall responsibility for analyzing the voice of the customer data to identify top focus areas, facilitating development of improvement strategy with hotel's guidance teams, providing leadership of hotel's quality improvement projects, and providing a regular scorecard to the regional and hotels' teams on measures of success related to guest engagement. The Director assists hotels within their area in attaining guest engagement goals, resulting in improved financial performance through the elimination of defects, improved efficiencies and/or increased guest engagement. The Director provides guidance to the Quality Directors on-property. This position reports to the Managing Director, Luxury - APEC.

The Director of Quality is ultimately accountable for improving the Core Guest Experience of the Luxury Hotels in APEC providing insight and maintaining a One Stop Shop for all data needs related to Quality for the properties. This leadership role is a central point to coordinate the improvement efforts of all other relevant APEC stakeholders.

EXPECTED CONTRIBUTIONS

Managing Quality Processes

  • Collaborates with relevant APEC disciplines to close gaps in the guest experience process
  • Provides input to overall Performance Balanced Scorecard Quality targets and ongoing monitoring
  • Maintains a central data repository to assist property quality leaders with their quality data needs
  • Actively promotes Best Practices through the APEC Best Practice library and scans for ideas that can be implemented
  • Facilitates Problem Solving projects using the appropriate Lean, Six Sigma, Design Thinking methodology
  • Provides resources and guidance that enable discipline leads to achieve Quality related Balanced Scorecard goals.
  • Leads property deep dives, Partners with respective Area Director of Operations to align on actions and sets follow-up milestones with the property General Manager to monitor progress

Executing Quality Related Training Programs

  • Educates property leadership team members on the principles of quality management, how to use quality tools and their role in continuous improvement
  • Develop and deliver specific trainings on problem solving, service excellence delivery, process improvement and Strategic Planning techniques.
  • Partners with APEC Luxury brand team to drive brand values and philosophy in all training and development activities
  • Partners with Learning & Development team to ensure

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